Few call center topics engender as much controversy and as many varying views as performance metrics. What are the most critical metrics to measure? What is the “right” objective for each of these measures? What should be the key performance indicators (KPIs) for the call center? How—and how often—should each KPI and each metric be measured?
The old days of “measure everything that moves” have come to an end. Most call centers realize that, to be successful in this age of stiff competition and customer relationship management, they must be able to cut through the clutter of available stats and data to find the metrics that truly impact—and reveal key insights into—the customer experience, while simultaneously enabling the organization to remain efficient.
To help reveal how call centers are doing with regard to such critical metrics, ICMI conducted a comprehensive survey on the topic in January 2007, with responses coming from 211 call center professionals who, collectively, manage small, medium and large centers in a wide variety of industries.
The 2007 Call Center KPI/Performance Metrics Survey Report includes the following contents:
- Service Level
- First-Call Resolution
- Email Response Time
- Adherence to Schedule
- Forecasting Accuracy
- Average Handle Time
- Self-Service Accessibility/Completion Rate
- Interactive Voice Response
- Web-Based Self-Service
- Quality
- Customer Satisfaction
- Agent Satisfaction
- Additional Call Center Metrics
12 pages, PDF download (requires Adobe Acrobat or Reader)
TAGS:
Employee Motivation and Retention, Operations Management, Abandonment, Adherence to schedule, Average handle time, Average speed of answer, Customer satisfaction, Employee satisfaction, First-call resolution, Forecast accuracy, Quality, Response time, Sales metrics, Service Level, Turnover
